Customer Service: Collections Processing Workflow [BPMN 2.

0]
WORKFLOW
Cash Application & Check Distribution Returns & Deduction Resolution Invoice Collection
BPMN 2.0 LEGEND

Start Event Intermediate End Event

C U S TO M E R S E R V IC E Event

Collections Processing Accountant calls in

Gateway
Group
Task

Accounts Payable requesting proof of Remittance is Customer reviews

generated and
delivery or proof of
transmitted by wire, and sends back
pickup from document EDI, or check correct information
retrieval system Expanded Sub-
Process

Pool
The OpsDog General Line Hierarchy
Sequence Flow Message Flow
Customer Call Product
Sales Centers Development Collections
Service

Customer Contact Center

Account Management

Order Handling & Processing

Collections Processing

Incident Management

Determine whether
Customer Retention to process manually
or electronically
Post Sales Services

Login to OpsDog to purchase

Manual or Once check has
Invoice posted? electronic cleared, access
Run aging account Notice of payment is All deductions are
processing?
Credit Analyst Pull orders put on
credit hold in
report and check
accounts receivable to
Yes Electronic received 2-3 days
System A and apply
payment. Review
posted to accounts Checks are applied
www.OpsDog.com | info@OpsDog.com | Phone: 201.526.1200 | www.TheLabConsulting.com determine if amounts before cash is receivable through by credit analyst
System A queue claim copy and input
are current or past due actually in hand into system for all System A
No
Manual deductions

the full workflow template

Collections Processing: Workflow

Yes
Print invoice, pull copy Retype claim
Scan invoice and bill number, dollar Deductions are now
of bill, review shipping
Input invoice No and email to customer
tracker or contact Receive payment amount and all processed in
number into System tracker account for
for payment and follow
up with phone call deductions into System A
confirmation system
Cash Application & Check Distribution Invoice posted?

(available in PDF, Visio, PPT)

Returns & Deduction Resolution

Invoice Collection

Prepare a letter and

spreadsheet
identifying missing
items for customer
Workflow Description and send for review

The acceptance, documentation, verification and subsequent follow-up (if

necessary) related to customer payment collection. Includes manual, No
Review no-name Once all credits are
electronic and wire transfer processing methods.
Returns Analyst
accounts and settled, throw away

New users get $20 off their first

reconcile adjustments. Yes backup copies.
Review backup files to Customer payment
make sure all items received and applied to
line up Items line up? system

Legend

Start
Event
Intermediate
Event
End
Event
Gateway Group purchase (registration is FREE!)
+
pm.GLO2.CollectionsProcessingBPMN.140522

Task Expanded Pool Sequence Message

Sub-Process Flow Flow

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